IT Service Desk Engineer

bolttech Poland; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Flexible start times

Shorter Fridays

Care leave days (10) and birthday day

Job summary

bolttech Poland is seeking an IT Support professional to provide first and second line technical support, diagnose issues, and ensure a high level of end-user satisfaction. You will handle on-site visits, configure devices, and maintain network infrastructure within a dynamic, international environment.

The role emphasizes collaboration with internal teams, adherence to security policies, and continuous service improvements.

Qualifications

• Proven experience in a Service Desk or IT Support role.
• Good knowledge of Windows, macOS, iOS, and Android.
• Experience with MDM solutions and Apple Business Manager.
• Hands-on experience with Microsoft Entra ID and Microsoft 365.
• Understanding of computer networking and ability to troubleshoot infrastructure issues.
• Experience configuring and supporting IT equipment and peripherals.
• Strong communication and problem-solving skills.
• Team-oriented, adaptable, and customer-focused with empathy.
• Fluency in Polish and English.

Responsibilities

• Provide end-user and customer IT support by diagnosing, troubleshooting, and resolving hardware, software, network, and system-related issues.
• Perform regular on-site technical support visits to customer locations and retail stores, including device configuration and issue resolution.
• Maintain professional communication with customers, providing timely updates and escalating issues when needed.
• Administer, monitor, and maintain network devices to ensure availability, security, and performance.
• Install, configure, update, and support software on end-user devices in line with policies and licensing.
• Create and maintain technical and infrastructure documentation and diagrams.
• Collaborate with internal teams and external vendors to resolve issues and support IT initiatives.
• Identify opportunities for process improvements, automation, and service optimization.

Skills

Windows

macOS

iOS

Android

MDM solutions

Apple Business Manager

Microsoft Entra ID

Microsoft 365

Networking

IT equipment

Polish language

English language

Job description

About us

bolttech is an international insurtech with a mission to build the world's leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products.

A part of Pacific Century Group, bolttech serves customers in multiple markets across North America, Asia and Europe.

In this position you will…

...provide first and second line technical support to users, diagnose and resolve IT-related issues, manage service requests, and ensure a high level of customer satisfaction by maintaining effective communication and delivering timely solutions.

You will be responsible for:

• Provide end-user and customer IT support by diagnosing, troubleshooting, and resolving hardware, software, network, and system-related issues, ensuring minimal disruption to business operations.
• Perform regular on-site technical support visits to customer locations and iMad retail stores, including equipment maintenance, device configuration, issue resolution, and user assistance.
• Maintain professional communication with customers and end users, providing timely updates, managing expectations, and escalating issues to appropriate teams when necessary.
• Administer, monitor, and maintain network infrastructure devices, including switches, routers, wireless access points, and other network components, to ensure availability, security, and optimal performance.
• Install, configure, update, and support software applications on end-user devices while ensuring compliance with company standards, security policies, and licensing requirements.
• Create, maintain, and update technical and infrastructure documentation, including system configurations, procedures, network diagrams, and operational guidelines.
• Collaborate with internal teams and external vendors to resolve technical issues, implement improvements, and support infrastructure and business-related IT initiatives.
• Identify opportunities for process improvements, automation, and service optimization, contributing to the continuous enhancement of IT support services and user experience.
• Perform additional duties and responsibilities assigned by management, supporting departmental objectives and responding to evolving business needs.

For you to be successful…

…we expect you to be able to demonstrate the following key competencies:

• Proven experience in a Service Desk, Help Desk, IT Support, or similar role.
• Good knowledge of Windows, macOS, iOS, and Android operating systems.
• Experience working with MDM solutions and Apple Business Manager.
• Hands-on experience with Microsoft Entra ID and Microsoft 365.
• Understanding of computer networking and the ability to troubleshoot infrastructure-related issues.
• Experience configuring and supporting IT equipment and peripheral devices.
• Strong analytical, communication, and problem-solving skills.
• Team-oriented mindset, adaptability to change, and a customer-focused approach with a high level of empathy.
• Fluency in both Polish and English.

Nice to Have

• Experience supporting fiscal printers and devices used in POS (Point of Sale) environments.
• Experience working in a retail environment or within an organization with a distributed, multi-site structure.
• Experience creating technical documentation and operational procedures.
• Microsoft, Apple, or other IT administration-related certifications.

What We Offer

• A role with a real impact on IT service quality and end-user experience.
• Opportunity to work with modern technologies including Android, Jamf, Mosyle, Windows, Microsoft solutions, and the Apple ecosystem in an international environment.
• Opportunities to develop technical expertise and participate in infrastructure projects and IT improvement initiatives.
• A friendly and collaborative work environment built on teamwork, accountability, and knowledge sharing.
• Flexible start times between 8:00 AM and 10:00 AM.
• Shorter working hours on Fridays (until 1:45 PM).
• Additional paid time off, including 10 care leave days and an extra day off for your birthday.

Diversity and Inclusion

At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone's different, we're also flexible in the ways we work, so each person can bring their best efforts every day.